Role Overview
HCLTech is hiring a mid-level Service Desk Analyst. This is a full-time role in Kanpur. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
Experience: 1 - 4 YearsLocation: Noida (Sector 126)Shifts: 5 days Office & US Shift (5 PM - 2 AM)Key Skills & Requirements:Prior experience in voice-based (International Voice Support) Service Desk supportComfortable working in a call support environmentProficient with ticketing tools (preferably ServiceNow)Working knowledge of Active Directory and RSA TokenExperience in troubleshooting VPN, Citrix, and VDI-related issuesBasic proficiency in MS Office applicationsRoles & Responsibilities:Ensure high login efficiency and availability to support customer needsHandle and resolve tickets within defined SLAs for volume and turnaround timeManage inbound calls, which constitute approximately 90% of daily tasksMaintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policiesRespond to user queries via phone, email, instant messaging, and ticketing systemsAssign incidents/work orders to relevant support teams and follow through to closureDiagnosing and resolving issues through user interaction, log analysis, research, and troubleshootingDeliver Level 1 remote desktop support and execute tasks as per SOPsDrive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection ratesUpdate work logs accurately and adhere to escalation protocols and process guidelines
Frequently Asked Questions
How do I apply for the Service Desk Analyst position at HCLTech?
Use the Apply button above to submit your application directly to HCLTech. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the Service Desk Analyst position at HCLTech located?
This position is based in Kanpur. HCLTech has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a Service Desk Analyst at HCLTech earn?
HCLTech has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Service Desk Analyst role at HCLTech posted?
This role was posted on April 6, 2026 (63 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
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